Praise for Grand Central in National Rail Passenger Survey
A YORK train operator has some of the most satisfied passengers in the country - while another has some of the least, according to a new survey.
Ninety-five per cent of customers questioned last autumn on Grand Central’s trains were satisfied, or very satisfied, with the service, according to the latest National Rail Passenger Survey.
The figure is the best for any long-distance train operator in the country and two per cent up on the firm’s score for last spring, but one per cent down on its figure for autumn 2012.
Richard McClean, managing director of the company, which runs trains from York to London and Sunderland, said he was delighted with the response.
He said: “We always aim to improve the Grand Central experience for passengers and we know there are specific areas where we can do better.”
York-based Northern, which runs trains from the city to destinations such as Leeds and Harrogate, had the second-worst satisfaction levels in the country at only 78 per cent – up three per cent on its spring rating but down one per cent on autumn 2012.
Managing director Alex Hynes said he was disappointed by the slight decline, but felt it was encouraging that overall satisfaction had improved since the spring.
He said: “Our ongoing investment in train cleaning, refreshing our train interiors and strong focus on delivering an on-time railway is reflected in these scores.
“We are listening and responding to customers and have more plans in the pipeline for this year.”
Another York company running trains to London, East Coast, achieved 91 per cent satisfaction in the survey, conducted by independent transport watchdog Passenger Focus, up five per cent on its figure for the previous spring, but down one per cent on autumn 2012.
Managing director Karen Boswell said she was ‘very proud and pleased’ with the rating, adding: “We want to say thank you to our customers for their positive and encouraging responses to the improvements we’ve already made.”
First TransPennine Express, which runs trains from York to cities such as Leeds, Manchester and Liverpool, scored 85 per cent satisfaction, the same as in the spring and down three per cent on autumn 2012.
Managing director Nick Donovan said that last autumn had presented a number of challenges.
But the future was bright, with new longer trains and more customer capacity.
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